Senior Technician (Centralized Service Desk)

Spektrum supports apex purchasers (NATO, UN, EU, and National Government and Defence) and their Tier 1 supplier ecosystem with a wide range of specialist services. We provide our clients with professional services, specialised aerospace and defence sales, delivery, and operational subject matter expertise. We are looking for personnel to join our team and support key client projects.

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Who we are supporting 

The NATO Communication and Information Agency (NCIA) is responsible for providing secure and effective communications and information technology (IT) services to NATO's member countries and its partners. The agency was established in 2012 and is headquartered in Brussels, Belgium.

The NCIA provides a wide range of services, including:

• Cyber Security: The NCIA provides advanced cybersecurity solutions to protect NATO's communication networks and information systems against cyber threats.
• Command and Control Systems: The NCIA develops and maintains the systems used by NATO's military commanders to plan and execute operations.
• Satellite Communications: The NCIA provides satellite communications services to enable secure and reliable communications between NATO forces.
• Electronic Warfare: The NCIA provides electronic warfare services to support NATO's mission to detect, deny, and defeat threats to its communication networks.
• Information Management: The NCIA manages NATO's information technology infrastructure, including its databases, applications, and servers.

Overall, the NCIA plays a critical role in ensuring the security and effectiveness of NATO's communication and information technology capabilities.

The program

Assistance and Advisory Service (AAS)

The NATO Communications and Information Agency (NCI Agency) is NATO’s principal C3 capability deliverer and CIS service provider. It provides, maintains and defends the NATO enterprise-wide information technology infrastructure to enable Allies to consult together under Article IV, and, when required, stand together in the face of attack under Article V.

To provide these critical services, in the modern evolving dynamic environment the NCI Agency needs to build and maintain high performance-engaged workforce. The NCI Agency workforce strategically consists of three major categorise's: NATO International Civilians (NIC)'s, Military (Mil), and Interim Workforce Consultants (IWC)'s. The IWCs are a critical part of the overall NCI Agency workforce and make up approximately 15 percent of the total workforce.

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Role ID – C004539

Role Duties and Responsibilities

• Maintains knowledge management systems and content to meet business needs.
• Supports others to enable them to complete knowledge management activities and form knowledge management habits.
• Supports changes to work practices to support capture and use of knowledge.
• Reports on the progress of knowledge management activities.
• Configures and develops knowledge management systems and standards.
• Follows agreed procedures to identify and resolve issues with applications.
• Uses application management software and tools to collect agreed performance statistics.
• Carries out agreed applications maintenance tasks.
• Monitors operational systems for resource usage and failure rates, to inform and facilitate system software tuning.
• Applies system software parameters to maximise throughput and efficiency.
• Installs and tests new versions of system software.
• Contributes to preparation of software implementation procedures with fall back contingency plans.
• Provides first line investigation and gathers information to enable incident resolution and allocate incidents.
• Advises relevant persons of actions taken.
• Acts as the routine contact point, receiving and handling requests for support.
• Responds to a broad range of service requests for support by providing information to fulfil requests or enable resolution.
• Provides first line investigation and diagnosis and promptly allocates unresolved issues as appropriate.
• Assists with the development of standards, and applies these to track, monitor, report, resolve or escalate issues.
• Contributes to creation of support documentation.
• Deputize for higher grade staff, if required;
• Performs other duties as may be required.

Essential Skills, Experience and Certifications

• Good knowledge of and experience in the installation, maintenance and troubleshooting of OS Windows, MS Office, Visio, MS Project and Internet Explorer;
• Experience in the installation and maintenance of mobile computing solutions (e.g. VPN access, Notebooks, Remote Access and WLAN);
• Experience is demanding customer facing roles and in end-user support in general;
• Extensive experience in performing user administration in MS Active Directory and Exchange;
• Experience of Outlook configuration and administration and troubleshooting in an MS exchange environment;
• Competency in call centre tracking tools;
• Prior experience supporting customers in use of application software;
• Proficiency in using support software tools;
• Strong experience with automating IT tasks and processes and procedures.

Education

• Higher vocational training in a relevant discipline with 2 years post- related experience. Or a secondary educational qualification with 4 years post-related experience.

Working Location

• Mons

Working Policy

• Onsite

Travel

• Some travel to other NATO sites may be required

Security Clearance

• Valid National or NATO Secret personal security clearance